Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.

The Program Director fosters a culture of operational excellence, collaboration, and continuous improvement by mentoring project leaders, optimizing processes, and instilling accountability across diverse global teams. With a strong executive presence and the ability to engage directly with senior stakeholders, this leader navigates complexity to remove barriers, resolve issues, and deliver business-critical outcomes.

The ideal candidate will bring proven expertise in managing multi-disciplinary teams, building scalable delivery frameworks, and leading enterprise SaaS or cloud transformation programs in large, matrixed organizations. This individual combines visionary leadership with disciplined execution, ensuring programs achieve strategic objectives and deliver lasting enterprise impact.

Key Responsibilities

Strategic Leadership & Program Governance

• Must have led at least two full lifecycle enterprise transformation programs (from initiation through value realization), not just technology deployments.
• Experience aligning transformation roadmap, architecture evolution, and business change across multiple business units.
• Lead enterprise-scale, multi-year transformation programs from strategy to delivery, ensuring alignment with business objectives and measurable value realization.
• Establish governance frameworks that integrate business units, regional teams, and technology stakeholders to ensure consistent execution and risk management.
• Serve as the strategic advisor to senior executives, influencing decision-making through data-driven insights, program metrics, and outcome tracking.
• Align program objectives with enterprise architecture and business transformation strategies to maximize ROI and scalability.

Program Planning & Delivery

• Experience establishing and operating PMO-level governance, including RAID management, benefits tracking, KPIs, OKRs, and financial forecasting.
• Comfortable presenting structured, executive-ready materials (e.g., program dashboards, financial summaries, risk scenarios).
• Define and manage large-scale program roadmaps encompassing multiple concurrent workstreams, budgets, and technology platforms.
• Drive execution excellence through disciplined program management practices, leveraging best-in-class tools and methodologies (e.g., Agile-at-scale, hybrid delivery).
• Oversee vendor and partner coordination to ensure timely, high-quality solution delivery across geographies.
• Proactively identify and mitigate risks, dependencies, and issues that could impact program outcomes.
• Establish performance measurement frameworks to monitor progress, benefits realization, and stakeholder satisfaction.

Cross-Functional Leadership

• Extensive experience managing multi-vendor delivery environments, including coordinating 3rd-party SI partners, offshore delivery teams, and customer resources.
• Experience driving accountability across distributed teams spanning multiple time zones.
• Build and lead global, cross-functional teams spanning business, technology, and operations.
• Foster a culture of collaboration, ownership, and accountability across program stakeholders.
• Partner closely with Finance, HR, and Change Management to ensure organizational readiness and sustainable adoption.
• Provide mentorship and guidance to project managers and workstream leads to strengthen enterprise program management capability.

Change & Stakeholder Management

• Acts as the executive face of Genesys for strategic customers, leading steering committees and representing delivery posture, risks, and recommendations at the VP/CIO level.
• Proven ability to defuse escalations and manage critical executive-level negotiations.
• Champion business transformation and cultural change, ensuring stakeholder engagement and transparent communication.
• Translate complex technical concepts into business-relevant outcomes for executive stakeholders.
• Lead executive steering committees, presenting clear progress reports, escalation paths, and strategic recommendations.
• Drive organizational alignment around transformation goals and manage resistance through proactive communication strategies.

Must Haves – Qualifications & Experience

To be considered, candidates must demonstrate the following:

• Minimum 15+ years leading large-scale enterprise technology programs, including multi-year initiatives exceeding $10M+ in value.
• Experience leading programs for enterprise customers (10,000+ employees or Fortune 1000 scale).
• Extensive customer-facing experience, serving as primary program executive for VP, CIO, or C-suite stakeholders.
• Proven leadership of global, distributed teams of 30+, including matrixed and partner resources.
• Demonstrated success navigating multi-vendor ecosystems and driving accountability across partners and customer teams.
• Experience delivering complex cloud, SaaS, or enterprise transformation programs across multiple business units.
• Strong executive presence with the ability to communicate clearly, influence senior leaders, and manage escalations.
• Advanced knowledge of Agile and hybrid delivery models, with ability to balance structure and flexibility in large, matrixed environments.
• Exceptional leadership, communication, and change management skills, with a track record of building high-performing, distributed teams.
• Bachelor’s degree in Business, Engineering, Computer Science, or related discipline.
• PMP, PgMP, MSP, or SAFe certification required (or equivalent demonstrated expertise).

Preferred Qualifications

• Master’s degree (MBA or equivalent) strongly preferred.
• Experience in enterprise SaaS, cloud transformation, or contact center modernization programs.
• Prior experience in a Fortune 500 or large-scale global enterprise environment.
• Expertise in value realization frameworks and benefits tracking across multi-year initiatives.
• Demonstrated ability to drive outcomes across both technology and business transformation domains (people, process, systems).

Leadership Attributes

• Recognized executive communicator capable of influencing without authority and presenting to VP/C-Suite audiences with clarity and confidence.
• Able to simplify complex technical and business topics into concise executive narratives.
• Strategic thinker with strong execution discipline.
• Outcome-oriented leader who thrives in complexity and ambiguity.
• Excellent communicator and influencer across all organizational levels.
• Passionate about innovation, transformation, and operational excellence.
• Committed to diversity, inclusion, and team empowerment.

Additional Details

• Position may require up to 30% travel to strategic locations.
• Remote work options available with periodic on-site requirements

Our Commitment to Inclusion

Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.

Accommodations

We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.